Family Development Services
 
Family Development Services  
Position:  ITS Analyst
Location:  Administration Office, IN
Job Id:  282
# of Openings:  1

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, non-Operations software, networking, and other computer-related technologies.
 
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
 
Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
 
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems.
 
Logs and tracks calls using problem management database, and maintains history records and related problem documentation on help desk system.
 
Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
 
Consults with Assistant Director - ITS to explain non-Head Start Operations software errors or to recommend changes to programs.
 
Calls software and hardware vendors to request service regarding defective products.
 
Tests non-Head Start Operations software and hardware to evaluate ease of use and whether product will aid user in performing work.
 
Writes non-Head Start Operations software and hardware evaluation and makes recommendations for management review.
 
May train users on non-Head Start Operations software and hardware on-site or in classroom, or recommends outside contractors to provide training.
 
Installs personal computers, software, and peripheral equipment.
 
Designs, specifies, configures, installs, and maintains local area network hardware, software, and telecommunications services such as personal computers, system software, non-Head Start Operations software applications, printers, servers, routers, bridges, switches, modems, cabling, and Internet service providers.
 
Establishes and maintains network users, user environment, directories, and security.
 
Is knowledgeable of all software programs within the organization and consults/advises, as needed.
 
SUPERVISORY RESPONSIBILITIES
None
 
QUALIFICATIONS 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
EDUCATION and/or EXPERIENCE
HS Diploma or GED required; Associate's degree or equivalent from a college or technical school is preferred.  Minimum of six months related experience and/or training preferred.
 
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.
 
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
 
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
 
CERTIFICATES, LICENSES, REGISTRATIONS
A valid driver's license is required.
 
PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee is frequently required to stand; walk; sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, and ability to adjust focus.
 
WORK ENVIRONMENT  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.  The noise level in the work environment is usually moderately quiet.
 

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Family Development Services is an Equal Opportunity Employer.